Technical Service Representative

At Polaris Inc., we have fun doing what we love by driving change and innovation. We empower employees to take on challenging assignments and roles with an elevated level of responsibility in our agile working environment. Our people make us who we are, and we create incredible products and experiences that empower us to THINK OUTSIDE.

Position Overview:

You will serve as a Technical Service Representative (TSR), delivering specialized case management and technical support to Polaris dealers. In this role, you will diagnose and resolve complex vehicle issues, evaluate warranty and goodwill requests, and provide guidance that supports efficient service outcomes. You will work closely with internal teams and dealership technicians to ensure accurate troubleshooting, clear communication, and timely case resolution.

This role offers a meaningful opportunity to directly impact customer satisfaction, product performance, and brand loyalty through your technical expertise and decision-making.

Key Responsibilities:

* Manage and resolve technical cases for dealership technicians, including diagnostics and goodwill coverage requests.

* Diagnose vehicle issues by verifying complaints, identifying symptoms, isolating root causes, implementing repairs, and confirming resolution.

* Evaluate warranty authorization cases by determining root cause, eligibility, component coverage, and labor accuracy.

* Collaborate with internal teams to support dealership technicians in resolving complex diagnostic cases efficiently.

* Apply technical expertise and customer understanding to make informed business and financial decisions that support customer satisfaction and brand loyalty.

* Provide clear, professional communication and technical guidance to dealers throughout the case lifecycle.

* Conduct flat rate time studies and review warranty flat rate manuals to ensure accuracy and consistency.

* Contribute to the development and improvement of service manuals, diagnostic processes, training materials, and technical resources.

* Serve as a subject matter expert for assigned vehicle platforms or systems, providing insights and technical leadership.

* Support customer satisfaction initiatives by partnering with customer service teams to explain technical issues and evaluate coverage decisions.

* Maintain detailed and accurate documentation of all dealer and customer interactions across communication channels.

Desired

Competencies:

* Communication:
You clearly convey information, ideas, and expectations to diverse audiences, adjusting your message to ensure understanding and alignment.

* Problem Solving:
You identify issues, assess root causes, and implement practical solutions that balance speed, quality, and risk.

* Technical / Functional Expertise:
You apply the required technical or professional knowledge to perform your role effectively and stay current within your area of expertise.

Qualifications:

* Bachelor's degree in engineering or related technical field.

* Substantial practical experience in vehicle diagnostics and troubleshooting across mechanical, electrical, and related systems.

* Demonstrated expertise in diagnosing engine, fuel, intake/exhaust, suspension, driveline, transmission, electrical, and HVAC systems.

* Strong knowledge of electrical theory and hands-on experience using diagnostic tools such as multimeters.

* Proficiency in Microsoft Office applications, including Word, Excel, and SharePoint.

* Effective written and verbal communication skills, including the ability to explain technical concepts clearly.

* Strong analytical and critical thinking skills with attention to detail.

* Ability to manage multiple cases and maintain composure in high-pressure situations.

* Experience collaborating with cross-functional teams and supporting external partners.

* Minimum of 3 years of dealer or customer service experience (preferred).

* Knowledge of the powersports industry and Polaris products (preferred).

* Valid driver's license and reliable transportation required.

* This position is not eligible for sponsorship.

The starting hourly rate for Minnesota is $28.09 to $36.86 per hour, plus eligibility for overtime. Individual pay and…